JOB TITLE: FRONT OFFICE LEAD
DEPARTMENT: COLEMAN FAMILY CLINIC
REPORTS TO: CLINIC MANAGER
OES CODE: 43-6013.00
FLSA EXEMPTIONS STATUS: NON-EXEMPT
Front Office Leads are the first point of contact for the patients, front office, and medical records staff of Midland Community Healthcare Services. They are expected to provide excellent customer service while performing tasks such as answering phones, scheduling appointments, patient registration, check in and out procedures, taking patient payments, and assisting patients with their service needs.
Answer, transfer, and initiate clinic business phone calls.
Take messages for clinical staff and send them through the electronic medical records messaging system.
Schedule, confirm, work-in, and change patients appointments per proper administrative procedure.
Greet and check patients in/out for their appointments while printing, preparing, and obtaining the proper paperwork.
Verify and input data in computer system including insurance and patient demographics.
Verify insurance or program information presented by patients per proper procedure.
Collect co-payments, deductibles, and past due balances, and answer patients billing questions.
Assist patients with financial agreements for past due balances.
Provide the Billing Department with supporting documentation needed to continue the billing process.
Encourage and assist patients in taking part in our patient satisfaction surveys.
Reconcile day sheets, charges, cash, checks, money orders, and credit cards during end of day procedures.
Prepare new patient packages/charts and maintain proper stock of needed paperwork.
Maintain an orderly workstation and patient waiting areas.
Maintain visitor sign-in log and security of clinic by requesting all visitors sign-in and wear proper identification.
Prepare for the next day by requesting needed documentation, printing schedules, and making needed copies.
Assist patients with information about the clinic, its programs, and clinic processes, orders, and documentation needing to be completed or picked-up.
Send patient correspondence letters.
Assist in end of month closing process.
Enter and verify accuracy for all patient encounter charges.
Participate in cross-training opportunities in order to help other front office and medical records areas.
Performs other duties as assigned by the Clinic Manager.
Training and orienting new front office and medical records staff.
Facilitates ongoing training of front office and medical records staff
Liaison or point of contact between Front Office/Medical Records staff and Clinic Manager.
CRITICAL SKILLS AND ABILITIES
Customer Service Oriented.
Oral Comprehension, Expression, Recognition, and Clarity.
Written Comprehension and Expression.
Computer & Technology Skills - The ability to navigate and utilize Microsoft Office, and the ability to learn to navigate and utilize proprietary medical software packages.
Time Management The ability to prioritize tasks in order to best serve the patient and the flow of the clinic.
Cultural Competency the ability to deal with people of various cultures and social status, as well as outside entities
Must have a High School Diploma or G.E.D.
1-3 years of customer service experience preferred.
1-3 years of medical office experience preferred.
No felony results on a criminal background screening.
Drug Screen Test with a negative result.
BBP Class III: This position does not include any exposure-prone duties. These employees will still receive basic personal protective equipment training, basic bloodborne pathogen standard training, and safety precautions. Employees in this class are still to be offered vaccinations provided by Midland Community Healthcare Services if wanted.
Physical Demand: Ability to interact with patients and operate office equipment for patient services. Employees will need the ability to lift a minimum of 25 lbs, or more, independently as necessary. Vision abilities are required to read and verify patient information, to read information on medical records, and the read information on computer systems. Ability to pull, push, lift, and manipulate equipment and files. The ability to move freely about the front office and medical record areas in order to perform the job duties is required. In compliance with EEOC 29 CFR part 1630, reasonable accommodations will be made for those employees with disabilities in order to assist them in performing the job duties and demands, provided it does not constitute undue hardship upon MCHS.
Midland Community Healthcare Services